Managing call recording options in Talk

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  • David Holeman

    I have a need to generally not record calls from one of our numbers so I have recording set to off for that number.  I am being asked if we can occasionally initiate a recording on demand.  Let's say the agent is on an outbound non-recorded number but the conversation wanders into a topic or request that should be recorded is there a way to then record the rest of the call or record until turned off for that call?

  • Conner Dohse

    Is the permission for deleting call recordings on an individual ticket the same as deleting tickets or where is thapulled from?

  • Caroline Kello
    Zendesk Product Manager

    The permission to delete a call recording on a ticket is restricted to admins only.

  • JYSK Linen 'n and Furniture Ltd.

    Is it possible to hide call recordings for some agents ? 

    For example, I want all calls to be recorded but I don't want agents to be able to see or listen to the manager's call recordings. 


  • Brett Bowser
    Zendesk Community Team

    Hey Stephane,

    Currently there is no way to restrict call recordings from specific agents on the account. Call recordings are available to any agent on the account that has access tickets. If this is a feature you're interested in I encourage you to create a post in our Talk Product Feedback Forum to help gauge interest from other users as well as provide visibility to our Product Managers.

    Additionally, it's worth mentioning that if it's manager call recordings you would like to restrict then you could restrict those agents to tickets only assigned to their group. Then have those managers call recording tickets assigned to the Manager group which those agents would not have access to since they don't belong to that Manager group. More information on agent privileges can be found in our Adding agents and administrators documentation which I've attached.

    I realize this most likely isn't the solution you're looking for but hopefully it helps in some way :)

  • Kyle Carter

    Are there any API calls that will allow a user to pull recordings en masse? 

  • Devan - Community Manager
    Zendesk Community Team

    Hello Kyle,

    As the base product currently stands, there are no API calls that will allow a user to pull recording en masse.

    Best regards,


  • Kyle Carter

    Devan - what about single call pulls? If so, any rate limiting? 


  • Brett Bowser
    Zendesk Community Team

    Hey Kyle,

    Call recordings are ticket attachments so it's possible to pull a single recording from the ticket data using the attachments endpoint.

    Rate limits would be based on the plan level you're on. Rate Limits

    Hope this helps!

  • Mya Brown

    how do I place a call


  • Rob Stack
    Zendesk Documentation Team

    Hi Mya Brown, you'll find the information you need in this article -

  • Rachel Gerard

    How do other customers handle the recording of outbound calls and consent if the option to opt in or out of that is not offered for outbound calls?

  • Brandon Tidd
    Community Moderator

    Hi Rachel Gerard,

    My go to is always "Hi this is Brandon from 729 Solutions on a recorded line."


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